In a move to revolutionize its online shopping experience, Amazon has introduced a cutting-edge artificial intelligence tool designed to swiftly address customer inquiries about products.
Amazon spokesperson Maria Boschetti said the move is part of the e-commerce giant’s dedication to innovation and customer satisfaction.
“We’re constantly inventing to help make customers’ lives better and easier, and are currently testing a new feature powered by generative AI to improve shopping on Amazon by helping customers get answers to commonly asked product questions,” she said.
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The new feature in Amazon’s mobile app prompts users to pose questions about a specific item, generating responses within seconds by summarizing information sourced from product reviews and listings. This innovation aims to streamline the shopping process, reducing the need for users to navigate through extensive reviews or sift through product details manually.
Unlike OpenAI’s ChatGPT, Amazon’s tool doesn’t engage in conversational interactions but exhibits creative capabilities. For instance, on a women’s vest product listing, the tool can craft a haiku or describe the item in the style of Yoda from Star Wars. The tool is programmed to stay on-topic and issues an error message if faced with queries outside its scope, such as “Who is Jeff Bezos?”
Marketplace Pulse, an e-commerce research firm, was the first to identify this innovative tool, showcasing Amazon’s ongoing commitment to experimenting with generative AI. This introduction is part of a series of AI-driven enhancements Amazon has made to its platform in recent months.
Last June, Amazon initiated tests on AI-generated summaries of product reviews, providing customers with concise insights into others’ experiences with a particular product.
Furthermore, AI features for third-party sellers have been launched, assisting them in crafting product listings and generating visuals for advertisements. Amazon has also unveiled “Q,” an AI chatbot designed to aid companies in daily tasks, and Bedrock, a generative AI service tailored for Amazon Web Services customers.
However, as tech giants like Amazon incorporate AI into their services, concerns about job displacement arise. The integration of automation and AI technologies raises questions about the future of various job roles. While AI streamlines processes and improves efficiency, it also has the potential to replace certain tasks traditionally performed by humans.
The threat to jobs extends beyond Amazon, with other companies also embracing AI. For example, Google has integrated AI algorithms into its search engine, providing users with more accurate and personalized results. Microsoft utilizes AI in its cloud services, automating various tasks and enhancing data analysis. Tesla’s advanced driver-assistance system relies heavily on AI, marking a significant step toward autonomous driving.
During Amazon’s recent earnings call, CEO Andy Jassy highlighted the broader applications of generative AI within the company, mentioning its use in inventory forecasting and optimizing last-mile delivery routes for drivers.
In a conversation with CNBC’s Jim Cramer, Jassy expressed optimism about the transformative potential of generative AI, stating, “Generative AI is going to change every customer experience, and it’s going to make it much more accessible for everyday developers, and even business users, to use. So I think there’s going to be a lot of societal good.”
While the integration of AI holds promises of improved customer experiences and operational efficiency, striking a balance that ensures job security and adaptation to this technological shift is crucial. There are growing calls to address the impact of the technology on employment and foster a workforce that can thrive alongside AI, especially as the resulting job loss becomes an increasingly pressing concern for society at large.